2 Senior Customer Support Engineer Technical Escalations jobs in whatjobs
Senior Customer Support Engineer, Technical Escalations
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking a highly technical and customer-focused Senior Customer Support Engineer to join their fully remote support team. This critical role involves handling escalated technical issues, providing in-depth troubleshooting, and ensuring timely resolution for complex customer problems. You will be the technical point of contact for challenging customer cases, working closely with product development and engineering teams to identify root causes and implement solutions. The ideal candidate possesses strong analytical and problem-solving skills, a deep understanding of software systems, and a passion for delivering exceptional customer experiences. This is a remote-first position, requiring excellent communication and self-management skills. Your responsibilities will include diagnosing software defects, providing workarounds, documenting solutions, and contributing to the knowledge base. You will also play a key role in training and mentoring junior support staff. Our client is committed to providing outstanding support and values individuals who are proactive, technically adept, and customer-centric. This role offers a unique opportunity to work with cutting-edge technology, collaborate with talented engineers, and make a significant impact on customer satisfaction and retention. We are looking for a motivated individual who thrives in a remote work environment and is dedicated to resolving complex technical challenges. The ability to articulate technical information clearly to both technical and non-technical audiences is essential. Join our collaborative remote team and help us maintain the highest standards of customer support.
Responsibilities:
Responsibilities:
- Provide expert technical support for escalated customer issues related to the company's software products.
- Diagnose, troubleshoot, and resolve complex software defects and technical problems.
- Collaborate with engineering and product teams to identify root causes and implement permanent fixes.
- Document technical solutions, workarounds, and troubleshooting guides.
- Contribute to the development and maintenance of the product knowledge base.
- Provide guidance and technical training to junior support engineers.
- Communicate effectively with customers, providing updates on issue resolution progress.
- Analyze support trends and identify areas for product improvement.
- Ensure customer satisfaction by delivering timely and effective technical solutions.
- Participate in on-call rotation as needed.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in technical customer support, software support, or a similar role.
- Proven experience troubleshooting complex software issues.
- Strong understanding of operating systems, networking, and databases.
- Proficiency in at least one scripting or programming language (e.g., Python, JavaScript, SQL).
- Excellent analytical, problem-solving, and debugging skills.
- Outstanding written and verbal communication skills.
- Ability to work independently and manage time effectively in a remote environment.
- Customer-focused mindset and a passion for helping others.
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Senior Customer Support Engineer - Technical Escalations
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Customer Support Engineer specializing in Technical Escalations to join their globally distributed support team. This is a fully remote position, offering the flexibility to provide expert technical assistance and resolve complex customer issues from anywhere. You will be the primary point of contact for escalated technical problems, working closely with customers, product development, and engineering teams to diagnose and resolve challenging issues. The ideal candidate will possess deep technical knowledge of our client's products/services, exceptional problem-solving abilities, and strong communication skills. You will play a crucial role in ensuring customer satisfaction and driving product improvements through effective technical support.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Serve as the highest level of technical support for escalated customer issues.
- Diagnose, troubleshoot, and resolve complex software and hardware-related problems reported by customers.
- Collaborate closely with Tier 1/2 support teams to gather information and ensure a smooth handover process.
- Work with engineering and product development teams to identify root causes of issues and advocate for product enhancements.
- Document technical solutions, troubleshooting steps, and customer interaction details accurately in the CRM/ticketing system.
- Develop and maintain technical knowledge base articles and FAQs for customers and internal support staff.
- Provide clear and concise technical guidance and training to customers and internal teams.
- Monitor system performance and customer feedback to proactively identify potential issues.
- Manage customer expectations and provide timely updates on the status of escalated cases.
- Contribute to the continuous improvement of support processes, tools, and customer experience.
- Effectively manage your workload, prioritize urgent issues, and maintain high productivity in a remote environment.
- Participate in on-call rotation as needed to provide 24/7 support coverage.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 5 years of experience in technical support, customer service engineering, or a similar role, with a proven track record of handling escalations.
- Deep understanding of (Specify relevant technology/product domain, e.g., networking, cloud computing, enterprise software).
- Strong proficiency in troubleshooting operating systems, applications, and network issues.
- Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
- Exceptional communication, interpersonal, and customer-handling skills.
- Ability to explain complex technical concepts to both technical and non-technical audiences.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently, manage time effectively, and adapt to changing priorities in a remote setting.
- Experience within the tech or service industry in **Ongata Rongai, Kajiado, KE** is a plus.
This advertiser has chosen not to accept applicants from your region.
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